Collection Customer Service Agent

Banque Nationale du Canada; Montreal (administrative region); On-site; CAD 29,000 - 41,000; Full time

Benefits offered by this job

Health and wellness program

Employee Share Ownership Plan

Employee and family assistance program

Preferential banking services

Involvement in community initiatives

Virtual sleep clinic

Job summary

Banque Nationale du Canada in Montreal is seeking a Collection Agent to propose payment agreements that support clients’ financial health. You will join our Client Contact centre, working full-time to engage with clients and understand their financial situations.

Expect a training period and a hybrid/onsite setup with a focus on empathy, listening, and solution-focused discussions. Bilingual English/French proficiency is essential to serve diverse clients.

Qualifications

• High school diploma required.
• Experience in customer service or advisory roles preferred.
• Bilingual in English and French to serve bilingual clients.

Responsibilities

• Contact clients and establish trust-based relationships.
• Analyze and understand large amounts of information to assess clients' financial situation.
• Listen to clients’ needs and resolve their issues.
• Set up solutions adapted to clients' financial situations.
• Educate clients on their financial situation and highlight benefits.

Skills

Customer service experience

Advisory skills

Relationship building

Bilingual English/French

Education

High school diploma

Job description

Area(s) of interest: Advisory services, Call centres

Location(s): Montreal

As a Collection Agent, you’ll suggest payment agreements to clients to help contribute to their financial health Join our Collection team and make a difference in people’s lives. You’ll have a positive impact on clients with your listening skills and your empathy.

Your compensation

The salary starts at $25.50. Depending on your experience, the salary could be adjusted upwards.

Your role

• Contact clients and establish trust-based relationships
• Analyze and understand large amounts of information in order to properly assess clients' financial situation
• Listen to clients’ needs and resolve their issues
• Set up solutions that are adapted to clients' financial situations
• Educate clients on their financial situation and highlight the benefits

Our Client Contact centre is open Monday to Friday from 8:00 a.m. to 8:00 p.m. You’ll work full time from Monday to Friday from 11:30 a.m. to 8:00 p.m. except during the first weeks because training take place during the day.

Your team

Our team values passionate people and bold ideas. We work together to help our clients and your colleagues achieve their goals. We know we can count on our colleagues to share knowledge and help one another.

Learning and development

You’ll start with a training program lasting 4 to 5 months in a hybrid format. Your on-the-job training will focus on how to help clients over the phone and you'll be supported by a trainer-coach.

We encourage our employees’ development and offer numerous career opportunities, including a career development plan with our internal career counsellors, ongoing coaching and the possibility of paid external training.

Requirements

• High school diploma
• Customer service and advisory experience
• Aptitude for building strong relationships and proactively establishing ties with clients
• Bilingualism (English/French) because the sector works with English-speaking and French-speaking clients

Languages:

Reason to require this language: you will need to serve clients who speak a language other than French regularly.

Skills

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In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family such as:

• Health and wellness program, including many options
• Employee Share Ownership Plan
• Employee and family assistance program
• Preferential banking services
• Involvement in community initiatives
• Virtual sleep clinic

We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people-first environment

We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?

Why work at National Bank?

For an environment that supports your career path

There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days or discussion forums with our leaders.

For an inclusive and diverse environment

We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued. We welcome all candidates! What can you bring to our team?

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